Teams in Workforce Optimization for CSM
Organize your customer service teams into assignment groups, define key performance indicators, and monitor team performance from a centralized location.
Overview
The Teams module enables you to set your primary team KPIs and track your team and team members against them. Teams in Workforce Optimization are a type of KPI group that allows the bundling of assignment groups together to measure and track the performance of those assignment groups in one place.
You can drill down into the child KPIs that drive the parent KPI, view all source records used to generate that KPI value, create and track performance targets, and have a 360° view of the agent's work profile.
Clicking on a team reveals the team's aggregated KPIs and a table listing all agents with their individual performance metrics, including CSAT scores, resolution times, closed cases, schedule adherence, and quality ratings.
How Teams Work
Hardware Support
Network Support
Software Support
| CSAT for Cases | MTTR for Cases | Closed Cases | Schedule Adherence |
A KPI group bundles assignment groups together to measure and track performance in one place.
Key Performance Indicators
| âąď¸ MTTR for Cases Mean time to resolution measures the average duration from case creation to closure. |
â
Closed Cases Total number of cases resolved within the selected time period. Drill down to view P1, P2, and other priority breakdowns. |
đ CSAT for Cases Customer satisfaction score based on post-interaction surveys. Reflects customer perception of service quality. |
| đ Schedule Adherence Percentage of time agents follow their published schedules. Helps identify attendance patterns and scheduling gaps. |
â Quality Assessment Feedback rating from coaching assessments. Managers rate the quality of completed work items to drive improvement. |
đ Team vs. Agent KPIs: When you select a team, you see the aggregated KPIs for the entire team. Drill down into the team to view each individual agent's performance against the same KPIs, allowing you to compare agents and identify top performers or coaching opportunities.
360° Agent View
Drill down to the individual agent level to view a complete 360-degree view:
- View current work and historical KPIs
- See presence history and capacity utilization across channels
- Track skills and training status
- View upcoming time-offs
- Compare agents with one another
- Set performance targets at global or individual level
Implementation
To set up Teams, follow this process. Role required: sn_team_perf.team_performance_admin
Before you begin: The KPIs must have indicator breakdowns for Assignment groups and Assigned to to work with Teams.
Navigate to Workforce Optimization for Customer Service > Team Performance > KPI Groups. Click New. Enter a name and select Teams as the Type.
In the KPIs related list, click New. Select the KPI to apply for this group. You can add up to five KPIs to a KPI group.
In the Assignment Groups tab, click Edit. Move the desired assignment groups from the Collection to the Assignment Groups list and Save.
Navigate to Team Performance > Additional Managers. Click New. Select the assignment group and manager to add.
Note: You can associate a KPI assignment group to only one KPI type. You can associate a user with a KPI group as the primary assignment group for that user by selecting the group in the user record.
Learning Resources
Roles
sn_team_perf.team_performance_admin
Teams Admin: Create and configure KPIs, KPI groups, and assignment groups
sn_team_perf.team_performance_user
Teams User: Read access to KPI tables
Happy implementing. Comment below for questions, additional assets, or to share your Teams success stories.
